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Updated 14 March 2018Kanso®Sound

I cannot hear any sound or the sound comes on and off.

  1. Are you using Child Mode?

    If you are, the indicator light should be green when you're wearing your sound processor. When you're not wearing it, but it's turned on, there should be an amber blinking light. If it doesn't turn on, please see My sound processor won't turn on.

  2. Try a different program.

    You can choose between programs to change the way your sound processor deals with sound (e.g. in noisy or quiet places). Press the button on your sound processor to switch between programs.

  3. Does your sound processor use the SCAN program?

    The automatic adjustments of the SCAN program can sometimes make it seem as if the sound processor is turning on and off. Note: It is recommended that SNR-NR, WNR and SCAN be made available to any recipient, ages 6 and older, who is able to 1) complete objective speech perception testing in quiet and noise in order to demonstrate and document performance and 2) report a preference for different program settings.

  4. Are you using a remote control?

    If you are, turn up the volume.

  5. Make sure the sound processor is properly oriented on your head.

    Place the sound processor on your implant with the button/light facing up and the battery compartment facing down. You'll find more information under Wear your processor on page 14 of the user guide.

  6. Are you using two sound processors?

    If you are, make sure you have them on the correct side.

  7. Are you using the right batteries?

    Make sure they're the ones we recommend – 675 (PR44) zinc air batteries designed for cochlear implants. If you are using the Aqua+ accessory you'll need to change to another type of battery. You can find a list of batteries on page 3 of the Aqua+ for Kanso® User Guide. Note: Let new disposable batteries stand for a few seconds after you peel off their plastic cover and before you put them into your sound processor.

  8. Check that there's no dirt or dust on the battery contacts.

    Use the cleaning brush and wipe the sound processor with a soft cloth to clean the battery contacts without bending them. You'll find pointers for how to clean these items on page 33 of your user guide.

  9. Change the batteries.

    There's a step-by-step guide for how to do this on page 6 of your user guide.

Need more help ?

Get in touch with a member of our customer support team. We're available from 6:00am – 6:00pm MDT Monday to Friday and 8:00am – 12:00pm Saturday for telephone enquiries as well as 8:00am - 5:00pm MDT Monday to Friday for chat enquiries. Choose phone or chat and we'll take it from there.

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We are available 6:00am – 6:00pm MDT Monday to Friday and 8:00am – 12:00pm Saturday. For after hours support, make an online inquiry and a member of our customer support team will get back to you.

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We are available 6:00am – 6:00pm MDT Monday to Friday and 8:00am – 12:00pm Saturday. For after hours support, make an online inquiry and a member of our customer support team will get back to you.